Customer Success Manager - Registry and Reseller

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Customer Success Manager - Registry and Reseller

Department: Commercial

Employment Type: Full Time

Location: UK or Germany or Poland

Description

Shape the future of digital identity with us!

Are you passionate about innovation, customer experience, and making the internet more accessible? Join our Registry & Reseller Division as a Customer Success Manager and help empower registries, resellers, and businesses of all sizes to build and grow their online presence.

Our division partners with trusted names and brands across the globe, delivering tailored solutions to meet the unique needs of our B2B customers. As a Customer Success Manager, you'll play a key role in driving account growth, retention, and satisfaction for our registry and reseller clients.

Key outcomes of the role

Customer Engagement & Support

• Build and nurture relationships with registry and reseller customers via chat, email, phone, and video calls.
• Provide specialised support for domain management, SSLs, DNS, and integration, ensuring customers benefit fully from our solutions.
• Address customer inquiries, complaints, and technical challenges efficiently, collaborating with internal teams to resolve issues and improve satisfaction.
• Develop and deliver onboarding and education programs, including demonstrations on domain tools, API integrations, and best practices.

• Identify and deliver sales opportunities from the existing customer base, driving organic growth through new products, services, and markets.
• Pursue new business leads and exceed team and personal sales targets across a diverse product set.
• Identify opportunities to upsell and cross-sell relevant solutions, boosting revenue and customer value.
• Use market and internal data to uncover new opportunities and avenues for growth.

• Work closely with the Head of Customer Success to formulate and execute strategies for managing key accounts and achieving business objectives.
• Maintain accurate CRM records of all interactions, purchases, and support tickets, ensuring timely and precise reporting.
• Develop strategies for transitioning customers to higher-value services, ensuring smooth and personalised handovers.

• Seek opportunities to develop relationships with key customer personnel to increase satisfaction, foster lasting ties, and open new growth opportunities.
• Assist with loyalty programs and special offers to drive retention and repeat business.
• Track customer satisfaction and engagement metrics, continuously seeking ways to improve.

• Collaborate with sales, marketing, and product teams to resolve customer issues and align strategies.
• Work with Marketing to design and deliver successful campaigns targeting existing clients.
• Represent the brand at industry events and conferences, engaging with existing customers and prospects.

• Gather and analyse customer feedback to enhance products and services, sharing insights with product and operations teams.
• Stay updated on industry trends and pursue ongoing training to enhance customer support and sales skills.

About you

• Have a passion for customer success
• Bring demonstrable experience in a customer facing role, ideally with domain industry experience
• Enjoy a fast-paced environment
• Problem solving mindset with a positive attitude towards helping customer and facilitating successful transactions
• Sales-driven with the ability to identify cross-selling and upselling
• Be curious, research, and ask questions
• Be result and target driven
• Strong communication skills - both in person and over the phone - with the ability to handle high pressure situations, complex concepts and resolve customer issues clearly
• Have exceptional organisational skills and attention to detail, with the ability to manage multiple customer interactions and transition processes
• Be a creative thinker, always thinking "how can we"
• Show a strong desire to succeed and make a difference

Experience and skills that will help you succeed

• Customer-centric attitude with a focus on building long-term relationships and exceeding customer expectations
• Familiarity with domain registration, transfer processes, and domain management tools
• Proficient in POS systems, CRM software, or other customer management tools
• Fluent in German an added advantage

What's in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few...

• We are collaborative, fair, consciously inclusive, and flexible
• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We invest in the development of our people to drive our ambitions forward
• We offer a range of benefits (including your choice of tech) and a competitive package
• We offer a great work environment in an internationally successful enterprise in the online services industry

At Team Internet, we believe in equal opportunities for everyone. We value diversity and make sure all applicants get a fair chance, because we know that our collective strength and diversity makes us stronger.

If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at talent@teaminternet.com